ATIH2012 - E-Mail Notification broken

Also tried another Mailserver - still the same issue

I also can't get the notification to work. Was OK in TIH2011.

To be honest I'm struggling to hold back on a proper good whinge here. Suffice to say moving to TIH2012 from TIH2011 has been a SERIOUSLY BAD experience. So many things don't work that did before. Email notification is one. Back up to a Synology NAS is another. I'm finding I'm having to burn a lot of time to get half way back to where I was. Absolutely no obvious benefit (at least for simple routine backups).

BE WARNED!

Hello Sascha and Mike,

Thank you for your comments. I will be glad to assist you.

Sascha, I have found your case, it has been passed to the next level of support, and currently is in process. I have forwarded a follow up to the Management team with the speed-up request, as soon as they have any news, they will immediately contact you.

Mike, thank you for sharing your concerns with us. Rest assured I have forwarded them to the Management team, and your feedback is taken under consideration. I haven't found any cases tied to your e-mail opened with support. I assume you have used another e-mail address to log a call. Could you please specify the case number or the e-mail address you've contacted support with? We will be glad to help you with the matter.

Should you need anything else or have any further questions - feel free to contact us at your earliest convenience, we will be happy to help you!

Thank you.

Hello Yana,

Yeah - I provided all needed information weeks ago and all the support is doing is asking the same questions again. It's absolutley clear it's a bug - no matter what, I'm realy disappointed that the case isn't forwarded to the software guys. I won't buy a new Acronis Product anymore - I'll wait until the bugs found by users will be fixed... As I see this could be a loooong while. :(

Greets
Sascha

Hello Sascha,

Thank you for your feedback.

I can see that your case is currently under investigation by our Expert team.  I am sorry for the delay and if you have additional questions about your case feel free to contact me directly.

Please let me know if you have additional questions.

Thank you.

10-24-2011 email notification still broken.

I seem to be having the same issue. I have tried all the old tricks such as using < > but notification always fails.

Hello J. Harper and Lyle,

Thank you for your posts. Let me assist you with this issue please.

There are several reasons for failing e-mail notifications and the best way to resolve them is through our Support team.

I would really appreciate if you could get in touch with us and provide us with the following information:

1. AcronisInfo report.

2. Wireshark logs.

Please let me know if you have additional questions.

Thank you.

I have both the AcronisInfo report, and the Wireshark logs attached.
Sadly, your website will not allow the upload of the wireshark file as generated by wireshark.
I converted it to .txt for acceptance by your website

Perhaps I can add something new to the forum. I am able to get the mail notification to work when I do a disk backup, however it fails every time I try to do a file backup. I tried many combinations and found this to be consistent. Maybe someone else can give it a try to see if you get the same results. The backups themselves seem to work fine and I get no error messages.

What good is 30 support if Acronis will not even acknowledge the receiving AcronisInfo report and Wireshark files to help them troubleshoot the bugs in ATI2012? I've never heard from Anton, and Jijo sends me emails asking me to reply saying the case is resolved. Anton...Jijo..is anyone working on this problem?

What good is 30 day support if Acronis will not even acknowledge the receiving AcronisInfo report and Wireshark files to help them troubleshoot the bugs in ATI2012? I've never heard from Anton, and Jijo sends me emails asking me to reply saying the case is resolved. Anton...Jijo..is anyone working on this problem?

I have let you know that I continue to experience problems. I sent you the AcronisInfo report and Wireshark logs as requested. Please let me know that you have received them, and that you are not going to begin my 30 days of tech support until the product actually works as described.

Thank you.

__________________

J Harper

My mission is to experience Customer success. I welcome your confirmation that you've received requested reports and logs which can be used to improve the overall support you provide to me.

Hello J Harper,

Thank you very much for your follow-up.

We have received your wireshark logs and according to the case status, our Support representative would like to contact you, I hope it is not a major inconvenience for you.

Let me know if you need additional help please.

Thank you.

It's been over 2 months now that i ran into the problem - and my case is still open... Still no notification, still some strange things that should create my failures. The wrong email sender should be a problem with TCP IP Checksum Errors - it's a god damn bug and we still provided information how the bug seems to be created - looks like someone changed the way the sender adress is created:

The Username from the smtp auth is put before the @
The servername behind the first dot is put after the @

If the user doesn't enter a username it is blank before the @

In the most cases thats ok. For example a gmail account namend "acroniswontlisten"
username for smtp auth is the email adress: acroniswontlisten
@
mailserver is: mail.googlemail.com (don't know it by now, but must be this way somewhat) - since the servername behind the first dot is put behind the @ it's: googlemail.com

So we get acroniswontlisten@googlemail.com as a sender adress - and this will work!

But if u are using a smtp server without a auth and using IP as a servername you got something like this:
MAIL FROM: <@168.0.1>
501 5.5.4 Invalid Address

And over and over and over and over and over again I'm saying this - but seems like nobody's gonna listen to this since it's a customer saying what the problem is - and this can't be. So I had to do another wireshark log showing some TCP Checksum Errors and there you go! THIS must be why the senders email adress is wrong! Sorry - this is total (§($=%!§$!

Could someone PLEASE do this god damn test to recreate the issue:

Just install ATIH2012, just click on "backup and recovery" "disk and volume backup" click the options and test the email feature without a username and an ip adress for the servername.

I'm totaly getting angry about this issue - i paid money for 3 licences and can't use them without the notification. Get this working!

I have the same problem, email notification fails. Should I start a new thread, put in a trouble call? Looks like this issue has been around for a while.

Just to let the user community know...Acronis emailed me asking for my phone # and a time when they could reach me. I provided the info. Sadly, in an email reply, I was informed that Acronis can only contact me between 10a - 5p EST (my working hours exceed this on both ends). They then suggested I contact live chat. If Anton & Jijo & their co-workers can not solve the major functionality issues with ATI 2012, I lack the desire to see if the evening chat crew can accomplish what they can not.

I have requested info to proceed with refunding my licenses. I'll go back to my previous licenses and either wait on ati to fix ati 2012, or perhaps search for a suitable replacement.
__________________

J Harper

My mission is to experience Customer success. I have failed in my mission.

Just got off the phone with Jijo (who agreed to stay late so that he could call me between 7p-8p EST). The upshot is this.
There IS a bug with email notifications (no surprise there). However, we were able to put together a workaround as follows:
1. Use a gmail account. Wireshark logs indicate ATIH 2012 is sending an unrecognized command when logging on. Some services (RoadRunner for example) will refuse the connection as a result.
2. Use port 465 (not the default 25)
3. Use SSL encryption (not the default "none")
4. VERY IMPORTANT: enter your full gmail address in the field which asks for your username. So..you will enter your full email address twice...once where it asks for your email address, and again where it asks for just your username.

The above workaround is sending email notifications to my gmail account.
Thanks Jijo for calling me when I was available, and getting this worked out. Very classy!
Please continue to work on ATI 2012 as there are still problems to be addressed.

Yeah this will work, because the logic of creating the "FROM" address is described above by me. When you are using full username and a DNS-Name for the server-address it will work just fine.

But I just don't want to blow the notification out of my lan to gmail just to get it back 1 minute later. I'm using local Microsoft SMTP... and this worked fine in 2011 until someone broke the damn logic of creating the FROM address. In 2011 it was the same as the recepient address, just that simple! I don't understand why they have to create the FROM "by hand" now with such a bad logic...

And another 2 weeks gone without a word from Acronis regarding my case. I'm glad this happened to me with my private things - I was about to buy a 2-digit number of Acronis Server licences at work. But since such a simple Bug is not accepted (yeah - my mailserver logs were simply ignored for example...) or even fixed in MONTH we're looking for an alternative now.

Acronis, WHEN IS THIS PROBLEM FINALLY BEING SOLVED??!!

It's been three months now. The last update, build 6131, did NOT fix it, among lots of other bugs in 2012 that were not addressed, even not being in the "known issues". Like Sascha, the gmail-workaround is no option for me.

Taking a look at this topic's first post would be a good direction for a solution imo. SOLVE this please, rather than asking people for their logs, redirecting to your "support team" and responding to every reported issue in terms of "Please let me know if any additional help ... thank you"-sweetness.

We are your customers and therefore "raison d'etre". We pay for well programmed products, and the support we (should not) need. We're not your alfa/beta-test-team. You don't have one, clearly, as any testing on 2012's features would have prevented you from releasing this poorly, childish programmed buggy product to your customers. We rely on your software for security, backups! In my case it's my business data I'm worried about.

Coming from a good reputation, TIH 2011 was a disaster (well, at least it did have working email notification...), we now know it could even get worse, called TIH 2012. Reputation is going down the drain, take a look around on the internet.

Do your job and fix our/your issues...

Hello CJG,

Thank you for your post and your valuable feedback.

I would like to assure you that we are doing everything to improve our software. Unfortunately, some issues require investigation because of different software configurations and settings. That is why we ask our Customers to get in touch with our Support team with logs and other diagnostic information so that we can analyze them and find out what exactly prevents our software from working in a specific environment.

If you would like to receive help from our Support team please do not hesitate to contact us.

Should you need additional help or if you have any other questions, please let me know.

Thank you.

If this is a bug, how come it is not listed in the known issues? I think this should. In 2011 version, it worked fine. I am able to use the gmail smtp solution for now. But, it should be fixed.

Thank you

e-mail notification also fails to send and e-mail when a task fails but when the tasks succeeds it works.

e-mail notification also fails to send e-mails when the disk is becoming full despite setting the check-box

e-mail notification fails to send e-mails when a task is scheduled to run one per day at system start-up

I am sure there are more cases but these are the ones that are currently relevant to the tasks I have set up at this time.

I am sure that e-mail works as I can send a test e-mail with no issues. The only issue with the test e-mails is that they do not identify which task they came from it is just a generic message so if I set up several tasks and test the e-mail and I set one up wrong I have no idea which one is wrong as I cannot identify the ones that are right!

ATIH2012 needs this and a lot of other fixes before it is fit for purpose

The above on B6131

RayG wrote:

...

I am sure that e-mail works as I can send a test e-mail with no issues.

...

The above on B6131

RayG, you can probably send the test e-mail because you use smtp-authentication (username/password). That's not the case for me and serveral others in this thread, also on build 6131

Clearly there are some more issues concerning e-mail notification functionality..

ATIH2012 e-mail notification:

1. Notification does not work if a task is started from command line. It works fine if started from ATHI2012 application. This used to work in earlier versions (up until ATIH 10 and 11, maybe 2010 as well).

2. I don´t find a way to configure a different sender address any longer. As I have set up e-mail notification for more than 20 customers it used to be great to use my own account settings, but the customer´s sender address. In earlier versions this could be done in the advanced (?, German: erweitert) settings of e-mail notification.

Any help would be very much appreciated.

Thanks, Florian

Sending Notification broken in ATIH 2012.

It would appear that ATIH 2012 uses Postfix to send e-mail notifications.

When leaving the "User name" and "Password" fill in boxes empty, when attempting to send test message, I receive an error message by ATIH 2012 reading "Failed to send the test e-mail. Check the specified email settings."

A packet analyzer shows Postfix receives the following message from the SMTP server: "501 5.1.7 Bad sender address syntax.."

Prior to that Postfix sends the SMTP server the following data (shown here in human readable plain text only):

MAIL FROM: <@domainname.com>..

It would appear that the first part of the sender e-mail address is missing. Postfix should rather also send the e-mail address part before the @domainname.com>..

It appears that the bad sender address originates from ATIH 2012, and Postfix just passes it along.

ATIH 2012 should have a fill in box for sender e-mail address as well as recipient e-mail address.

In ATIH 2011 this worked fine, but the sender e-mail address was always marked in the emails the same as recipient e-mail address, which is not good in some cases.

Have reported this to Acronis Support [Case 01464514] [ ref:00D3Zcb.5005EaZM4:ref ]

Thanks in advance for prompt response.

The workaround found by J Harper WORKS for me!!

So: email address : bewise@gmail.com
SMTP : smtp.gmail.com
User name : bewise@gmail.com
Password : gmail password
PORT : 465
Encryption : SSL

Now is there some way to have Gmail forward all email to my Windows Live Mail?

Using the settings option in Gmail, you can forward ALL your mail, or you can create filters to forward specific mail.

Adobe Photoshop Elements has two options for email sending. Their service or Windows. Acronis should know what services work and have a drop down menu for customers to select from.

Thanks for the Gmail tip.

Hi All
I know this is an old thread but im getting the same kind of problems, Ti 2012 (latest build) will send the test message ok & will send a message when the back up task completes, but it will not send a message when the backup fails!!

What gives??

Pete

Pete,
I see you are posting this issue in more than one place. I do not know why your system does not notify you when a backup task fails in 2012. I have many customers that have 2012 and they have there logs sent to me nightly for my review. Below is one from last night:

1 Information 9/4/2012 8:00:02 PM Stage Description
2 Information 9/4/2012 8:00:02 PM Operation Kathy_Lenovo_Full_Disk_ started by schedule.
3 Information 9/4/2012 8:00:09 PM Analyzing partition '0-0'...
4 Information 9/4/2012 8:00:09 PM Analyzing partition '1-1'...
5 Information 9/4/2012 8:00:09 PM Analyzing partition 'C:'...
6 Information 9/4/2012 8:00:09 PM Analyzing partition 'Q:'...
7 Information 9/4/2012 8:00:09 PM Analyzing partition '0-0'...
8 Information 9/4/2012 8:00:10 PM Analyzing partition 'E:'...
9 Information 9/4/2012 8:00:10 PM Stage Description
10 Information 9/4/2012 8:00:10 PM Priority changed to Low.
11 Information 9/4/2012 8:00:10 PM Updating backup database: Setting verification requirement for database access.
12 Information 9/4/2012 8:00:10 PM Create Differential Backup Archive From: Disk 1 To file: "E:\Kathy\Kathy_Lenovo_Full_Disk_2012-09-04.tib" Compression: Normal Exclude: Files matching mask Match criterion: *pagefile.sys*, *hiberfil.sys*
13 Information 9/4/2012 8:00:10 PM Pending operation 150 started: 'Creating partition image'.
14 Information 9/4/2012 8:00:10 PM Locking partition 1-1...
15 Information 9/4/2012 8:00:25 PM Pending operation 150 started: 'Creating partition image'.
16 Information 9/4/2012 8:00:25 PM Locking partition C:...
17 Information 9/4/2012 8:26:57 PM Pending operation 150 started: 'Creating partition image'.
18 Information 9/4/2012 8:26:57 PM Locking partition Q:...
19 Acronis True Image Home 9/4/2012 8:36:06 PM The quotas are violated.
20 Acronis True Image Home 9/4/2012 8:36:06 PM Cannot perform this operation in quiet mode. (0x103F1)
Tag = 0x1D8EAB676A3F6ADD
Target drive is running out of space. (0x4001D)
Tag = 0x1D8EAB676A3F6ADE
21 Information 9/4/2012 8:36:06 PM The following backups have been successfully created:
22 Information 9/4/2012 8:36:06 PM Updating backup database: Inserting new backup version with record ID 0 into backup with ID 0 of backup group with ID 0.
23 Information 9/4/2012 8:36:06 PM Updating backup database: Inserting new volumes into backup version with record ID 0 of backup with ID 0 which is located in backup group with ID 0.
24 Information 9/4/2012 8:36:07 PM Updating backup database: Setting new backup options for backup group with ID 77.
25 Information 9/4/2012 8:36:07 PM Updating backup database: Removing verification requirement for database access.
26 Information 9/4/2012 8:36:07 PM Failed to open archive E:\Kathy\Kathy_Lenovo_Full_Disk_@date@.tib.
27 Information 9/4/2012 8:36:07 PM
28 Information 9/4/2012 8:36:07 PM The specified file does not exist.
29 Information 9/4/2012 8:36:07 PM The system cannot find the file specified
30 Acronis True Image Home 9/4/2012 8:36:08 PM Failed to open data stream.
31 Acronis True Image Home 9/4/2012 8:36:08 PM Failed to open data stream.
32 Acronis True Image Home 9/4/2012 8:36:08 PM Failed to open archive E:\Kathy\Kathy_Lenovo_Full_Disk_@date@.tib.
33 Acronis True Image Home 9/4/2012 8:36:08 PM Failed to open archive E:\Kathy\Kathy_Lenovo_Full_Disk_@date@.tib.
34 Acronis True Image Home 9/4/2012 8:36:08 PM
35 Acronis True Image Home 9/4/2012 8:36:08 PM The specified file does not exist.
36 Acronis True Image Home 9/4/2012 8:36:08 PM The system cannot find the file specified
37 Acronis True Image Home 9/4/2012 8:36:08 PM Operation has completed with errors.

As you can see, this backup failed due to insuffient disk space. The email notification was sent, but probably becasue the backup operation completed, but with errors. I think the problem may be that 2012 does not generate the email until after the backup operation completes (if it has errors or not). If the backup task fails to complete the operation, it may not get far enough into the process to generate the email. Only guessing here. Still testing on my end.

PS. This backup failure corrupted the database entry for this backup task. I had to make a customer visit today to make corrections to the task as well as manually delete/move some files to have the task continue properly. In step 21, Acronis did NOT sucessfully create a backup file (due to insufficent disk space), and then continued in steps 22 -25 to update the database with a non-existent backup file, rendering the task useless. In addtion, Acronis added the backup set to the Backup and Recovery tab as a new item with all of the 17 versions available for restore, but the original task was so corrupt that even clicking on the backup location link in the task would not open the backup folder on the external drive it was pointing to.

Hi James
Sorry i wasn't exactly double posting i just came across this post and thought it might be a good idea to add my problem seeing as though it sounds the same, im hoping to test again later, i have carried out a repair install and i've set a back up task for later today but im leaving the back up drive switched off, so im hoping it will notify me of this error as the old version did, i will update once i have some news, will probably update the other thread too ;-)

Pete

Hi
The results from my latest test :-( , i have just tested it again after doing a repair install of TI, but it didn't go very well, the back up was scheduled for 4.15pm, i sat and watched the pc, it came on as normal and the hard drive light was flashing away, i kept the backup drive switched off to create an error, after a few minutes with the TI notification icon whirling away the pc went back to sleep, NO failure email came through, so i then woke the pc from sleep and as soon as i did i got an email saying the back up task was "waiting for user interaction", i clicked the cancel button and then straight away again i got an email telling me the task had failed.

The log file shows an error at 4.17pm saying "error occurred while creating the file", and then nothing again until i turned the pc on at 5.26pm

i just don't understand why its not sending the email as normal or why the back up task is not finishing before the system shuts down after 2 mins, do you think if i increase the time out it might help?

Pete

You could try changing the power config settings. For my Win7 backups, I use the pre before & after settings to control my power settings as per this link. This could also be a accomplished via a multi-purpose batch file. Might be worth trying but not sure it would solve your issue. I plan on reporting this issue to Acronis--if it needs correcting in 2013.

Thanks, there is no link in your post, but i don't really want to change anything else, guess ill just have to live with it for the time being, or go back to true image 2011 maybe

Pete

Hello Pete,

Thank you for posting your question in our forum.

First I want to thank James F and GroverH for your assistance.

I want to suggest trying out our new True Image 2013 by Acronis and see, if your problem there persists. When testing the new version, you can contact our Acronis support during trial period. About this step, you will find more information in our Customer Handbook.

Let me know if you need additional help please.

Thank you.

Thanks for the offer peter but i think ive managed to sort it out now with the help of Grover , see thread below..

http://forum.acronis.com/forum/35180

Pete

The link I was referring to is index item 3-GG inside my index. Check my signature below for access to all of the index items.